...they do it wrong.
United's handling of the massive disruption caused to their Denver hub by this week's blizzard has been in some ways quite good. In particular, their offer to allow those of us with cancelled flights to obtain a full refund no questions asked was quite welcome.
However they still managed to inject their standard dose of stupidity. I decided that I wanted to keep the reservation for my return trip and only receive a refund on my outbound trip originally scheduled for today. To which the response was: "After you complete your return journey, call this number and ask for the refund."
When informed that I could have my refund immediately if I cancelled the entire trip, guess what I did? Yep, cancelled the whole thing and re-booked on another airline. And these guys wonder why the can't make money. Their deeply ingrained bureaucratic culture gets in the way of doing the right thing by customers even when they're really trying to do the right thing.